Admin Tips: A Guide to Self-Help Tools for Users

What if your BlackBerry® smartphone users could solve more of their own help-desk issues? How much time would that save for other IT projects? This month's admin tips give you effective self-help resources to which you can point your users.

TIP 1: GIVE USERS BLACKBERRY ANSWERS

Type a question, get an answer: the ultimate in effective self-help is BlackBerry® Answers. Users simply type a question into BlackBerry Answers and help is on the way.

Ask a question from a BlackBerry smartphone

To ask BlackBerry Answers a question while on the go, follow these steps:

TIP 2: SEND THEM TO THE BLACKBERRY SUPPORT COMMUNITY FORUMS

Twitter®

The BlackBerry Support Community Forum is using Twitter to connect with customers. The BlackBerry Support Community Forum's Twitter page makes it possible to provide support in near real-time—providing answers as customers make the request.

TIP 3: PREPARE SELF-HELP DOCUMENTS AND TOOLS IN ADVANCE

You can save lots of time by preparing self-help documents and tools in advance. For example, if an issue keeps popping up for some users, prepare a new document to address the problem for everyone.

IT departments have had great success by preparing:

Getting started instructions

Dos and don’ts for corporate security

Who to contact with support issues

Support FAQs

Training videos

A company knowledge base

TIP 4: SUGGEST USERS SIGN UP FOR MYBLACKBERRY™

The more one knows about his or her BlackBerry smartphone the more likely they can solve problems themselves. (Or know enough to get into trouble, as the saying goes.) Along those lines comes the new and improved MyBlackBerry™ site.

This user-focused site customizes content based on users' smartphone models and their interests. They can get tips and tricks from other members—and ask for help.

TIP 5: NOTHING SAYS SELF-HELP LIKE A VIDEO

The Official BlackBerry Channel on YouTube™ is growing by the day with self-help videos. Topics range from managing Bluetooth® devices to how to use apps like BlackBerry® Messenger (BBM™). Here is a short list:

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The BlackBerry® Support Community Forums are a great place for your
BlackBerry device users to get help—and a place for you to connect with
other IT administrators. Do you have questions about BlackBerry Enterprise
Solutions? Are you looking for support on devices or accessories? Visit the
BlackBerry Support Community Forums.

*Offers subject to change without notice. Please check offer details for more information. Void where prohibited. Check with service provider for availability, roaming arrangements and service plans. Certain features outlined in this document require a minimum version of BlackBerry® Enterprise Server software, BlackBerry® Desktop Software, BlackBerry® Device Software and/or BlackBerry devices and may require additional development or third party products and/or services for access to corporate applications. Prior to subscribing to or implementing any third party products and services, it is your responsibility to ensure that the airtime service provider you are working with has agreed to support all of the features of the third party products and services. Installation and use of third party products and services with Research In Motion's ("RIM") products and services may require one or more patent, trademark or copyright licenses in order to avoid infringement of the intellectual property rights of others. You are solely responsible for determining whether such third party licenses are required and are responsible for acquiring any such licenses. To the extent that such intellectual property licenses may be required, RIM expressly recommends that you do not install or use these products and services until all such applicable licenses have been acquired by you or on your behalf. Your use of third party software shall be governed by and subject to you agreeing to the terms of separate software licenses, if any, for those products or services. Any third party products or services that are provided with RIM products and services are provided "as is." RIM makes no representation, warranty or guarantee whatsoever in relation to the third party products or services and RIM assumes no liability whatsoever in relation to the third party products and services, even if RIM has been advised of the possibility of such damages or can anticipate such damages.

The above information regarding third party products and services is provided in BlackBerry Connection for your information. Since third parties provide the information to Research In Motion Limited ("RIM") and RIM relies on the information without performing any independent investigations, RIM makes no warranty or guarantee concerning the features, reliability, or pricing of the third party products or services, or their compatibility with any RIM products.